At a Glance
- Tasks: Deliver top-notch support to consumers and resolve their inquiries across various channels.
- Company: Join a leading brand focused on consumer experience and quality.
- Benefits: Flexible working options, competitive pay, and opportunities for personal growth.
- Other info: Collaborative team culture with a focus on continuous improvement.
- Why this job: Be the voice of the consumer and drive real change in a dynamic environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
The B2C Consumer Experience Executive is responsible for delivering a high-quality experience to consumers across all contact channels, while acting as the voice of the consumer within the organization. The role manages inquiries, complaints, and feedback, and partners closely with internal teams to resolve issues, identify trends, and drive continuous improvement across products, service, and processes. This role can be based in London or Somerset.
Responsibilities
- Manage consumer enquiries, feedback, and complaints across multiple channels (phone, email, social media, webforms, third-party platforms & distributors).
- Provide timely, empathetic, and accurate responses in line with service level agreements (SLAs).
- Investigate and resolve complex cases, including product quality, delivery issues, and service concerns.
- Escalate critical or high-risk cases in accordance with internal protocol.
Complaint Handling & Quality Interface
- Liaise with Quality, Supply Chain, Manufacturing, and Regulatory teams to investigate product-related complaints.
- Ensure accurate documentation of complaints, samples, and corrective actions.
- Support root cause analysis and contribute to corrective and preventative actions (CAPA).
- Maintain compliance with food safety, product safety, and regulatory requirements.
Consumer Insights & Reporting
- Capture and analyse consumer feedback to identify recurring issues, emerging risks, and improvement opportunities.
- Prepare regular reports and dashboards on complaint trends, service performance, and consumer sentiment.
- Share insights with relevant stakeholders to inform decision-making across the business.
- Identify opportunities to improve consumer journeys, service processes, and response quality.
- Contribute to the development and maintenance of knowledge bases, FAQs, and standard operating procedures.
- Support system improvements (CRM tools, case management systems, reporting).
Brand Advocacy
- Represent the brand consistently and professionally in all consumer interactions.
- Act as an internal advocate for the consumer, ensuring consumer perspectives are considered in business decisions.
Key Relationships
- Internal: Quality, Regulatory, Operations, Marketing & Digital.
Technical & Professional Skills
- Strong customer service and complaint-handling skills.
- Experience using CRM or case management systems.
- Ability to analyse data and identify trends.
- Clear written and verbal communication.
- High attention to detail and documentation accuracy.
Behavioural Capabilities
- Empathy and resilience when handling sensitive or emotional consumer interactions.
- Strong problem-solving and investigation skills.
- Ability to manage multiple cases and priorities simultaneously.
- Confidence to challenge and escalate when appropriate.
- Collaborative mindset with the ability to work cross-functionally.
Education & Experience
- Experience in a consumer services, customer care, or customer experience role (FMCG, retail, or regulated environment preferred).
- Exposure to complaint handling, quality investigations, or regulated products (food, beverage, personal care, household goods) is advantageous.
- Tertiary qualification in business, communications, science, or a related field is desirable but not required.
Customer Care Executive in London employer: ADM
As a Customer Care Executive with us, you'll be part of a dynamic team dedicated to enhancing consumer experiences in a supportive and collaborative environment. We offer competitive benefits, opportunities for professional growth, and a culture that values empathy and innovation, all while being based in vibrant London or the serene Somerset. Join us to make a meaningful impact on our consumers and contribute to continuous improvement across our products and services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Executive in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show you're genuinely interested and align with their goals.
✨Tip Number 2
Practice your communication skills! Whether it's on the phone or in person, being clear and confident is key. Role-play with a friend or use online resources to sharpen your responses to common interview questions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can really boost your chances.
✨Tip Number 4
Don't forget to follow up! After an interview, send a quick thank-you email. It shows appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Customer Care Executive in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Executive role. Highlight your experience in consumer services and complaint handling, and show us how you can deliver that high-quality experience we’re looking for.
Show Off Your Skills:We want to see your strong customer service skills shine through! Use specific examples from your past roles to demonstrate your problem-solving abilities and how you've successfully managed multiple cases at once.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read, so make sure your communication style reflects the clarity we value in our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at ADM
✨Know Your Consumer Care Basics
Before the interview, brush up on your customer service skills and complaint-handling techniques. Familiarise yourself with common consumer issues in the FMCG sector, as well as how to effectively manage inquiries across various channels like phone, email, and social media.
✨Showcase Your Empathy
During the interview, demonstrate your ability to empathise with consumers. Share examples of past experiences where you handled sensitive situations with care and understanding. This will show that you can represent the brand professionally and advocate for the consumer.
✨Be Data Savvy
Highlight your analytical skills by discussing how you've used data to identify trends or improve processes in previous roles. Be prepared to talk about any experience you have with CRM or case management systems, as this is crucial for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific instances where you resolved complex cases or escalated issues appropriately. This will help you illustrate your investigative skills and your ability to manage multiple priorities.
